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Review 8/7/2010
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Beware Louis Vuitton might sale used products:
I bought a bag for $961 at Louis Vuitton at Valley Fair shopping mall on Stevens Creek in Santa Clara on July 31 2010, and decided not to use it. I came back a week later to return. As I brought it back for a return, the store manager Rose Marie Ruth said the bag had been used and can’t be returned. She pointed out couple tiny dark marks on the interior. I didn’t use the bag all! That was the condition of the bag how I got it and minor dark marks should be the nature of interior material. I told her to show me one of bag in the store because I want to prove to her that other bag should have similar negligible dark marks. Since it is a bright interior, it is easy to have tiny darker marks. The bag she took out from the stock also has black marks. Then she said she would not sell that bag to customer because of that marks. We all know she would sale that by all mean especially they are just minor marks. Back to my bag, she still refuses to accept the return. She said it has been used. She is the store manager so there is nothing else I can do at the store.
I called Louis Vuitton complaint number and they said they could only file a report but the refund decision is still up to the local store. If it is up to the store then I already know the answer so Louis Vuitton complaint number adds no value to the resolution. Basically Louis Vuitton doesn’t handle the conflict between the store and customer and doesn’t care about customer dissatisfaction with their brand name.
I called my credit card company, Discover Card. They filed a dispute with the company. The process could take from one to three months. I will have to wait to see how far it goes. They also mentioned that there are many incidents reported by customers that if the box is unwrapped, Louis Vuitton would claim the item has been used and refuse to refund. Louis Vuitton business practice is very bad.
Rose Marie Ruth is manager that refused to process the return. Cissi Delatorre is the sale associate that process my purchase. I bought the bag on the second visit to the store. On the first visit Cissi help and explain the bag, therefore on the second visit intentionally wait for here availability to buy the bag from here. She took the bag to back of the store to box it up. I trusted Louis Vuitton service and didn’t open the box to check when Cissi handed me the boxed up bag. Even if I check I still would not complaint because they are reasonable minor interior marks. Clearly the bag is in the same condition as when I got and they considered a used product. They must sold me a used product. Cissi Delatorre lied right out on her face and insists that the product was new and had no mark.
Tips for buying product at Louis Vuitton:
Many of us love the name Louis Vuitton. If there is a need to buy a product at Louis Vuitton, make sure we do the following steps.
Step 1) Check at the final moment when the sale associate hands over the product. Even though it doesn’t portrait a good image to open the product and check at the counter when it is already nicely wrap, but that is for our protection. I used to not doing such thing because I feel bad for giving them the impression that I don’t trust their character but now I have to remember that they only care for their sales and they are on side of the store.
Step 2) if the product has a mark doesn’t matter how small or negligible, you must refuse to accept the product because if you happen to bring it back for a return or exchange, they will use that to refuse processing your refund.
Step 3) If they don’t have a 100% mark free product, you might want to ask them to list out all the marks and sign on the receipt at least they can’t use those marks against you when you happen to bring back the product.
The customer service you received at the purchase time is totally different than the time you bring back for a return or exchange. Unless obvious otherwise you can’t tell that they are selling a used product until you come back for a return or exchange then realize the product you purchased is a used one.
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